Call Center Solutions

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Articles in Mar 1999 issue of Call Center Solutions

• Improve your customer contact management--now
  by Tehrani, Rich
• Call center IVR and Web-enabled IVR buying tips
  by Wingard, Carol
• runaway VRU: Business impact and corrective measures, The
  by Kahn, Sharna
• Performance-Measurement & small to mid-sized call center solutions
• Call Center Solutions Magazine's Fourteenth-Annual Top 50 outbound teleservices agencies ranking
• State-of-the-art
  by Vartabedian, Matthew
• Automating for better workforce management
  by Reynolds, Penny
• Ready for the call at SNET's Call Center
  by Lounsbury, Erik D
• Call accounting roundup
• Letters to the editor
• Workforce management with skills-based call routing: The new challenge
  by Leamon, Paul H
• Deploying IVR/IWR to meet customer self-service needs
  by Kyle, Dennis
• TMC Labs Reviews: Fax Sr. 3.0 Omtool, Ltd.
• Outbound Teleservices call center growth slows significantly but that may be a blessing in disguise
  by Tehrani, Nadji
• State telecommunications legislation for 1999: Bills under consideration
  by Cerasale, Jerry
• Uniting high-tech and high-touch workforce management
  by Talty, Robert P
• Building a high-performance call center workplace through a scientifically based selection system
  by Hakstian, Ralph; Scratchley, Linda